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Director, Customer Implementation


Toronto Ontario
19 Mar 2018
  • Telecommunications
  • Business
  • Management / Supervisor
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Job Details

Director, Customer Implementation to begin a conversation about your individual accessibility needs throughout the hiring process.   Posting Notes:  Corporate || Canada (CA) || ON || Toronto || SF:LI ||  " />

Director, Customer Implementation

Date: Mar 8, 2018

Location: Toronto, ON, CA, M4Y 2Y5

At Rogers we’re for supporting you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.


Reporting to the Vice President, Enterprise Customer Delivery, the Director, Customer Implementation is a key role within the Enterprise Operations team of the Enterprise Business Unit.  This role is accountable to manage the Customer Experience Lifecycle from post-contract signing to implementation for our Enterprise Wireless customers to create an exceptional onboarding experience and drive revenue growth. 


The Director, Customer Implementation must be innovative in their approach, drive high employee engagement and have a proven track record of operational excellence leading teams with professional expertise.  Collaboration with key groups such as Sales, IT, Product, Marketing and all teams within Enterprise Operations will be key in delivering an exceptional customer experience at every touch point while exceeding business objectives.  The Director, Customer Implementation must be well rounded with specific expertise in delivering operational excellence within the telecommunications industry. 


This position will be located in Toronto, Ontario with travel to other locations as required.


Key Accountabilities

  • Be a leader and champion of change to exceed business targets and deliver operational excellence
  • Focused on continually elevating the Customer Experience, interfacing and communicating with customers at all levels to ensure the customer’s success with Rogers business services that result in world class “likely to recommend” level responses
  • Exceed customer and organizational expectations through the seamless delivery of our Business Solutions
  • Grow our capabilities at every level to support our business products
  • Build high performance teams, improve operational efficiencies and deliver an exceptional customer experience.
  • Deliver against budgeted revenue targets and budgeted operational expense
  • Build a scalable organization that delivers ongoing excellence and drives revenue growth by implementing innovative approaches, solutions and processes
  • Partner and collaborate with all teams within Rogers and 3rd party organizations to deliver against our customer expectations and the Enterprise Unit’s objectives
  • Build a culture that creates and supports best in class employee engagement behaviours
  • Develop leaders that take personal accountability in the delivery of Rogers values and business objectives



  • 10 years+ of experience with leading teams that have provided Enterprise Business Solutions
  • Must be a highly motivated, technically competent individual, with a naturally inquisitive nature and a deep knowledge of telecommunications products and services
  • Strong interpersonal and leadership skills with a proven ability to effectively lead a team to achieve short term and long term business results.
  • Experience in the implementation of customer experience processes, systems or technologies
  • Ability to analyze and interpret data to provide insight-driven direction to a variety of stakeholders
  • Demonstrated ability to deliver complex implementation programs with high visibility
  • Strong business acumen with an ability to deliver results in a rapid-paced environment
  • Exceptional analytical, investigative, problem solving and troubleshooting skills
  • Business degree/certificate or equivalent work experience
Schedule: Full Time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Marketing & Product Management
Requisition ID: 116813
As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.
We recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:
  1. Simplify and innovate
  2. Take ownership of the what and the how
  3. Equip people to succeed
  4. Execute with discipline and pride
  5. Talk straight, build trust, and over deliver
Why Rogers?  Because your tomorrow inspires our today.
What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered.
We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at to begin a conversation about your individual accessibility needs throughout the hiring process.
Posting Notes:  Corporate || Canada (CA) || ON || Toronto || SF:LI ||


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